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Providing Voice Recording Solutions for Enterprises

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Providing Voice Recording Solutions for Enterprises OrecX – Providing Voice Recording Solutions for Enterprises It’s no longer optional, it’s critical, for enterprises to record customer calls to agents and contact centers. Compliance with government regulations and risk mitigation, not to mention customer satisfaction, all require calls be recorded and stored for possible future use. With the Oreka TR call recording application integrates seamlessly with Avaya Aura™ to the powerful call processing, media from OrecX, a Gold-level member in the Avaya Communication Manager and Avaya Aura™ and administrative features available in DevConnect Program, enterprises can safely Application Enablement Services (AES). Communication Manager. record voice traffic into their call centers or • Avaya Aura Communication Manager is an directly to agents quickly, easily and cost Whether recording for compliance, risk open, scalable, and highly reliable IP effectively. Oreka TR’s open source architecture mitigation or performance monitoring, telephony solution. It provides centralized provides enterprises with plug-in capabilities, Oreka TR allows enterprises to simply and call control for a resilient, distributed enabling audio capture and recording from efficiently store and retrieve call recordings network of media gateways and a wide potentially any audio source. The solution without requiring additional hardware or range of analog, digital and IP-based passively records and stores calls, allowing software installation on the network. Oreka communication devices. later retrieval through standard web browsers TR passively listens to network packets and and simple search criteria. • Avaya Aura AES is an enhanced set of records VoIP SIP sessions, logging each call telephony application programming in a separate audio file. The flexible search Voice over IP (VoIP) ready, Oreka TR will interfaces (APIs), protocols and web criteria allows recordings to be categorized run on virtually any operating system and services for developers. It supports access and stored for later search and retrieval based on a host of different requirements, such as time or date of call, call duration, and incoming or outgoing phone number. Features Oreka TR is voice activated and can record multiple channels simultaneously from a standard sound device, such as a microphone or line input. Other features include: • Record all calls directs the system to record any calls made to a specified extension. • Live monitoring records and monitors calls in real-time based on supervisor permissions. Easily record calls and retrieve recordings using the Oreka TR application. • On-demand recording enables specified users to record only the calls they wish to record. PRODUCT BRIEF • Selective recording permits managers to • Operating system agnostic software runs on ABOUT DEVCONNECT define the parameters for the inbound Microsoft Windows and Linux systems. and outbound calls to record, including Other POSIX operating systems can be The Avaya DevConnect Program provides a all calls, a certain percentage of calls or supported on request. wide range of developer resources, including access to APIs and SDKs for Avaya products, calls from a specific number or ID. • Analytics ready compatibility provides developer tools, technical support options and • Screen recording monitors computer simple integration with industry standard training materials. Registered membership is activity and synchronizes it with the databases such as Oracle and IBM DB2 free to anyone interested in designing Avaya- compatible solutions. Enhanced Membership appropriate voice recording to provide and MS-SQL, and open source such as options offer increased levels of technical managers with an integrated view of all PostgreSQL and MySQL. Oreka TR can also support, compliance testing, and co-marketing desktop and phone interactions. log on an existing database in production for of innovative solutions compatible with integration into another business system. • Quality management allows supervisors standards-based Avaya solutions. To learn more, or register for membership, please visit to evaluate, coach and measure agent • Low start-up costs allow enterprises to pay www.avaya.com/devconnect. performance via a customizable agent only for services used on a monthly or annual scorecard tool. basis. Additionally, the software takes only hours to install with no specialists required. • 2 GB RAM Benefits • Flexible tagging system enables • Two server-grade hard drives (one each for information tagging on recordings, either The Oreka TR software allows enterprises to the operating system and call recordings) set security profiles for employees or groups manually or automatically, via the OrecX • Linux CentOS5 (32-bit) operating system, or of employees, defining access levels and API, and bookmarking within calls for Microsoft Windows (32-bit) operating system privileges for different business objectives. By easy and instant search and retrieval. using the hierarchical group system, complex organizational structures can be easily mapped System Requirements Learn More into the application. Other benefits include: The Oreka TR call recording system requires: For more information on how Avaya Intelligent • Open source, open API makes it possible Communications can take your enterprise from • 2.6 GHz processor with 4 Mb L2 cache for organizations to develop custom where it is to where it needs to be, contact — Dual core CPU to record a maximum extensions to the system. The web service your Avaya Account Manager or a member of of 100 concurrent calls API can be used from any programming the Avaya Connect channel partner program, — Quad core CPU to record 101 – 200 language, without the need for a special or access other collaterals by clicking on concurrent calls compiler or environment. Resource Library at www.avaya.com. ABOUT ORECX Based in Chicago, Illinois, OrecX provides open source Voice over IP and TDM recording, screen capture and quality monitoring solutions at a fraction of the cost of proprietary recording applications. OrecX develops easy to use, easy to install and budget friendly call center grade voice recording applications, and is the primary developer and sponsor of the Oreka open source call recording project. More than 65,000 users from around the world have downloaded the open source version of Oreka. The solution has received accolades from Linux World, Unified Communications Magazine and VON Magazine. For more information, visit www.orecx.com. ABOUT AVAYA Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers, data solutions and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness. For more information please visit www.avaya.com. © 2010 Avaya Inc. All Rights Reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. and are registered in the United States and other countries. All trademarks identified by ®, TM or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. Avaya may also have trademark rights in other terms used herein. References to Avaya include the Nortel Enterprise business, which was acquired as of December 18, 2009. 10/10 • UC5272DEV.
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